ITIL Service Design Course

ITIL® Service Design

Description

The ITIL Intermediate Qualification – Service Design course immerses learners in the overall concepts, processes, policies and methods associated with the Service Design phase of the Service Lifecycle.
This course is delivered as 4 Full Days in a Classroom format or 3 Full Days in an Instructor Led Online format.
The main focus areas include Service Design purpose, principles, processes, activities, functions, technology and implementation considerations. It uses an engaging scenario-based approach to learning the core disciplines of the ITIL Best Practices, and positions students to complete successfully the associated exam.

Prerequisites

Candidates must hold an ITIL Foundation Certificate (v3 or 2011) or an ITIL Foundation Bridge Certificate.

Topics
At the end of this course, the learner will gain competences in:

  • Understanding Service Management as a practice and Service Design principles (purpose and objectives).
  • Understanding how all Service Design processes interact with other Service Lifecycle processes.
  • The sub-processes, activities, methods and functions used in each of the Service Design processes.
  • Identifying the roles and responsibilities within Service Design.
  • Achieving operational excellence.
  • Measuring Service Design performance.
  • Understanding technology and implementation requirements in support of Service Design.
  • Understanding the challenges, critical success factors and risks related with Service Design.

The processes covered in this course include:

  • Design Coordination
  • Service Catalogue Management
  • Service Level Management
  • Availability Management
  • Capacity Management
  • IT Service Continuity Management
  • Information Security Management
  • Supplier Management

Instruction Method

This course has mandatory 21 contact hours as well as a recommendation of completing 21 hours of self-study prior to starting the course. Value Shepherd delivers this course using 3 different formats

  • 3 Day – Classroom (Candidates given a voucher for exam to be booked by the candidate)
  • 4 Day – Classroom (Candidates will write the paper-based exam on the 4th day)
  • 3 Day – Online – Instructor Led (Candidates given a voucher for exam to be booked by the candidate)

There is a minimum class size of 5 students and a maximum class size of 18 students.
Two official sample exams will be provided during the course.

The following requirements must be met in order to participate in online training:

  • All online sessions will be delivered through Adobe Connect.
  • Students require access to a fast and reliable internet connection and a headset and microphone. All audio will be run through your computer, Voice-over-IP, as there is no dial-in option for this training.
  • Test your connection here. All of the tests must pass. Your local IT department should be able to assist with installing Flash and the Adobe Connect plug-in if there are any difficulties.
  • All sessions are mandatory.

Exam Information
The exam is 90 minutes long and consists of 8 multiple choice questions worth a maximum of 5 marks each. Students must get 28 (70%) or more to pass the exam.
For classroom based courses: A paper-based certification exam is included with the registration and is taken during the afternoon of the fourth day.
For online instructor led based courses: A computer-based certification exam is included with the registration. Students will be provided with an exam voucher that will allow them to take the exam at their convenience through a web-based exam proctor within 30 days of the completion of the course. Students will require access to a webcam and high speed internet connection.

Required Materials
Students are required to pre-read and bring to class the following ITIL Service Management Practices Core Lifecycle publications:
ITIL Service Design – 2011 Edition
ISBN: 9780113313051
Please contact our office if you are looking to purchase the above publication.

The following link will take you to the official ITIL Service Design Qualification Syllabus:
ITIL Service Design Syllabus

Two official sample exams will be provided during the course.

The following requirements must be met in order to participate in online training:

  • All online sessions will be delivered through Adobe Connect.
  • Students require access to a fast and reliable internet connection and a headset and microphone. All audio will be run through your computer, Voice-over-IP, as there is no dial-in option for this training.
  • Test your connection here. All of the tests must pass. Your local IT department should be able to assist with installing Flash and the Adobe Connect plug-in if there are any difficulties.
  • All sessions are mandatory.

VALUE SHEPHERD is accredited by Axelos (through PeopleCert) to deliver this course.

If you have any questions, please feel free to email us at info@valueshepherd.com or call us at 1-833-VALUEIT (1-833-825-8348)

 

ITIL Service Design Certification - Online

07 Feb 2018  -  09 Feb 2018

3-Day ITIL Service Design Short Description

From 8:30 am until 4:30 pm Timezone: Mountain Time (US & Canada) time

Online

Find out more...

ITIL Service Design Certification - Online

14 May 2018  -  16 May 2018

3-Day ITIL Service Design Short Description

From 8:30 am until 4:30 pm Timezone: Mountain Time (US & Canada) time

Online

Find out more...